Senior IT Service Manager

Centene Corporation; Massachusetts; On-site; Full time

Job summary

A leading company in healthcare technology seeks a Senior IT Service Manager to enhance service operations and improve health outcomes for millions. This role involves overseeing event management practices, ensuring service quality, and leading a team of service analysts. Competitive benefits and a focus on workplace flexibility are offered.

Benefits

Health insurance

401K

Stock plans

Tuition reimbursement

Paid time off

Flexible work arrangements

Qualifications

• 4-6 years of related experience or equivalent.
• Knowledge of ITSM, ITIL practices.
• ITIL Foundations v3 preferred.

Responsibilities

• Develop strategy and plan for event management operations.
• Manage ITSM and enterprise event management tools.
• Provide leadership and technical guidance to service analysts.

Skills

ServiceNow Event Management

Incident Management

Data Analysis

Project Management

Programming (Python, JavaScript)

Education

Bachelor's degree in a quantitative or business field

Tools

Dynatrace

Splunk

AWS CloudWatch

Grafana/Kibana

Job description

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You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose

Administer and support IT Event Management practice and processes to improve enterprise-wide effectiveness and efficiency of the firm's IT service operations. Ensure high levels of service and performance targets are maintained. Assist with planning, developing, and maintaining operational IT service management practices, focusing on administration and configuration of enterprise event management tools, in partnership with the ServiceNow Platform team.

Responsibilities

1. Develop strategy and plan for event management operations, including policies and procedures to ensure quality and availability.
2. Oversee planning, hosting, and deployment of operational activities for event management and IT customers to deliver effective solutions.
3. Manage ITSM and enterprise event management tools, including maintenance, configuration, and integration strategies.
4. Manage system events processing for incident notification, problem identification, and escalation management.
5. Provide leadership, technical guidance, and coaching to service analysts.
6. Support technology leadership in budget planning aligned with organizational goals.
7. Perform additional duties as assigned and ensure compliance with policies and standards.

Education/Experience

Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and 4–6 years of related experience, or equivalent experience demonstrating applicable knowledge and skills.

Technical Skills

• Knowledge of ServiceNow Event Management, On-Call Scheduling & Escalations, CMDB, Service Reliability Management, SLI/SLOs, reporting, Performance Analytics, Incident Management, CSDM 4.0.
• Knowledge of Monitoring Tools like Dynatrace, Splunk, Solarwinds, AWS CloudWatch, Grafana/Kibana.
• Knowledge of ITSM, ITIL practices, programming languages such as Python, REGEX, JavaScript.

Soft Skills

• Intermediate knowledge seeking growth in specialty areas.
• Ability to identify problems, analyze data, and draw conclusions.
• Ability to work independently with demonstrated analytical and project management skills.
• High level of accuracy and sound judgment under pressure.

Certifications

• ITIL Foundations v3 preferred.

Pay Range: $35.49 - $63.79 per hour

Centene offers comprehensive benefits including pay, health insurance, 401K, stock plans, tuition reimbursement, paid time off, and flexible work arrangements. Compensation varies based on skills, experience, and other factors.

Centene is an equal opportunity employer committed to diversity. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.